Tying Financial Goals to CX Metrics

[JasonBrown]

“Firms will continue to regard CX as a collection of continuous improvement projects until they see an irrefutable, directly attributable connection to returns.” – Forrester, Hardwire Customer Experience 2018

This is the challenge that every CX leader needs to overcome. In order to prove their value to the company, secure the budget and buy-in they need to make changes, CX leaders must demonstrate an “irrefutable” connection to business metrics. This requires a massive sea change in the metrics and strategy the profession is currently using to measure their success.

But the good news is, as Tom Mouhsain says in the Forrester report cited above, “there is sufficient auditable evidence to link CX to all of the major financial performance drivers that determine profit — and ultimately to the return on shareholder equity.”

It’s a big challenge, but with the right strategy, and the right data collection abilities, it’s no longer insurmountable. CX can be tied to the financial goals of your business.
https://cloudcherry.com/blog/cloudcherr ... x-metrics/